Software issues might express themselves as a phone that won’t turn on, is sluggish or randomly shuts down. You might also notice your apps behaving differently. To help understand if it’s a software issue, try our troubleshooting guide or our smart assistant tool.

This includes buttons not working, broken charging jacks, or a battery that drains too quickly. Again, it's worth troubleshooting first to be sure it's really a hardware issue.

Physical and liquid damage are not covered within the standard one year warranty (but they are covered under our MotoCare Accidental Damage Plan). Physical damage includes broken screens and broken housing. Liquid damage can cause major malfunction, and the sensors inside the phone will let the technicians know if this happened.

We will share a Fed Ex label for you to send your device to us. Then we will repair your device and send it back. If we can't repair your device, we'll send a like-new replacement device for you to keep. The sooner you ship your device, the sooner we can ship your repaired or replacement device (usually within 4 days after receiving your original device).

This is our quickest turnaround option. For $24.99 (+ any repair costs and a security hold), we will send you a replacement device to keep. Once you receive and set up the device, you will send your original device back to us and we will remove the security hold. We ship your replacement to you within 4 days at the most, and we pay for the shipping.

If you are a technically-inclined and savvy do-it-yourselfer, you can order an online repair kit from iFixit (www.ifixit.com). Most commonly used for screen or battery repairs, these kits include the necessary tools and genuine Motorola parts to complete your repair. The difficulty of the repair varies with the phone model and the damage incurred.
Note: This option should only be used for devices that are out of warranty as repair damage may impact your standard warranty.

If your warranty has expired or is not valid because of physical damage, we have an extensive network of out-of-warranty walk in centers that we recommend since they use genuine Motorola parts.
Note: These service centers are independently owned and operated and are not managed by Motorola. Each service center is solely responsible for all repairs

If your device is within the one year standard warranty period, most repairs will not cost anything. See below for exceptions.
Note: You can check your warranty status by visiting My Stuff and adding your device.

Physical Damage
Broken screens and other physical damage are not covered under our standard warranty. You will have to pay for the repair seperately.

Liquid Damage
In most cases liquid damage will cause a major malfunction. A device with liquid damage is not covered under our standard warranty and cannot be repaired.

Note: Both liquid and physical damage are covered under the MotoCare Accident Protection Plan.

You will receive an email with instructions on how to prepare your device for shipment, but in short, it’s Backup & Erase, Remove and Pack up.

Backup & Erase
All the data on your device will be erased when we receive it, so we recommend you backup and then erase the data yourself before sending to ensure you don’t lose anything important.

Remove
Remove everything that is not bolted down to the device, and DO NOT send these in. This means SIM and SD cards, Moto Mods, chargers, removable backs or batteries or other accessories. We will not be able to return these if they are sent in!
Hint: If you don’t have a removable back, you definitely don’t have a removable battery.

Pack up
Pack your device carefully. We recommend the packing materials found at FedEx. Then attach the label that we (or FedEx) have sent to you and drop it off at a FedEx location.

Cracked or shattered screens are not covered under our standard warranty; however, they are covered under the Moto Care Accident Protection Plan. If you don’t have an Accident Protection Plan, you can still use one of our service options above, but you will need to pay for the repair or replacement.